Auto req ID: 4376BR
Title: Customer Service Representative II
Job Function: Customer Service
Call Center
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
POSITION SUMMARY
Under direct supervision the Service Representative II handles complex customer calls and has the ability to negotiate special deal terms. The Service Representative II will monitor coverage of the customer service line and research accounting questions. The Service Representative II will assist with the training of new Associates on processes and procedures.
PRIMARY RESPONSIBILITIES
- Via telephone, obtains information from current customers regarding needs.
- Identifies service needs, verifies and validates information with insured using appropriate review, probing techniques, and reasoning skills. Identifies/clarifies potential discrepancies in information to gain accurate
understanding of customer needs.
- Assigned the authority to assign accounts to Adjustment Queue for extensions, payment re-allocations, or
fee/balance waivers if applicable.
- Responds to all complex customer and associate calls relating to payment status information, payoff information
and account maintenance
- Researches accounting problems in financial system or through microfiche
- Handles complex customer calls that involve in-depth research
- Monitors team call coverage and assists in the training of new associates
- Uses effective time management to ensure customer service experience is satisfactory and meets expectations
- Backs up other Servicing teams
- Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or
transported outside of HDFS by employees upon leaving the company.
- It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and
procedures.
Education Required:
High School diploma
Experience Required:
- Knowledge of Daybreak or equivalent automated financial system
- Courteous phone skills
- Ability to handle heavy call volume
- Excellent oral and written communication skills
- 1-2 years of relevant experience
- Proven problem-solving and decision making ability
- PC Literate w/typing speed of 20 wpm minimum
- Proven attention to detail and organizational skills
- Ability to work in a fast-paced, time sensitive environment
- Customer service skills, internally & externally
- Organizational skills & detail oriented
- Must be able to multi-task
- Ability to work in a team environment
Supplemental Information:
This position will be filled in Plano, TX.
Direct Reports: No
Travel: Required 0-10%
Title: Customer Service Representative II
Job Function: Customer Service
Call Center
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
POSITION SUMMARY
Under direct supervision the Service Representative II handles complex customer calls and has the ability to negotiate special deal terms. The Service Representative II will monitor coverage of the customer service line and research accounting questions. The Service Representative II will assist with the training of new Associates on processes and procedures.
PRIMARY RESPONSIBILITIES
- Via telephone, obtains information from current customers regarding needs.
- Identifies service needs, verifies and validates information with insured using appropriate review, probing techniques, and reasoning skills. Identifies/clarifies potential discrepancies in information to gain accurate
understanding of customer needs.
- Assigned the authority to assign accounts to Adjustment Queue for extensions, payment re-allocations, or
fee/balance waivers if applicable.
- Responds to all complex customer and associate calls relating to payment status information, payoff information
and account maintenance
- Researches accounting problems in financial system or through microfiche
- Handles complex customer calls that involve in-depth research
- Monitors team call coverage and assists in the training of new associates
- Uses effective time management to ensure customer service experience is satisfactory and meets expectations
- Backs up other Servicing teams
- Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or
transported outside of HDFS by employees upon leaving the company.
- It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and
procedures.
Education Required:
High School diploma
Experience Required:
- Knowledge of Daybreak or equivalent automated financial system
- Courteous phone skills
- Ability to handle heavy call volume
- Excellent oral and written communication skills
- 1-2 years of relevant experience
- Proven problem-solving and decision making ability
- PC Literate w/typing speed of 20 wpm minimum
- Proven attention to detail and organizational skills
- Ability to work in a fast-paced, time sensitive environment
- Customer service skills, internally & externally
- Organizational skills & detail oriented
- Must be able to multi-task
- Ability to work in a team environment
Supplemental Information:
This position will be filled in Plano, TX.
Direct Reports: No
Travel: Required 0-10%